IT Service Delivery Analyst (Project-Based)

• Serve as the primary point of contact between clients, support teams, and partners/vendors.
• Manage customer relationships and provide regular updates on service performance, incidents, and improvement initiatives.
• Ensure compliance with contractual obligations, service level agreements (SLAs), and service quality standards.
• Coordinate with Key Account Managers, vendors, and support teams to address customer concerns and service issues.
• Manage and monitor incidents, ensuring timely resolution and effective stakeholder communication.
• Support problem management activities, including root cause analysis and implementation of preventive measures.
• Participate in change management processes by assessing impacts, risks, and implementation requirements.
• Prepare, review, and present customer reports, service advisories, incident reports, and operational performance updates.
• Analyze service and infrastructure performance data and identify opportunities for continuous service improvement.
• Perform other duties and responsibilities as assigned by management.

Job Qualifications:

• Bachelor’s Degree in Information Technology or any IT-related course.
• At least 6 years of relevant experience in Service Delivery Management, IT Operations, Customer Service, or a related field.
• At least 1 year of supervisory experience or may be considered a specialist with relevant expertise.
• Knowledgeable in Customer Service, Service Level Management, Incident Management, Problem Management, and Change Management.
• Familiarity with Data Center Operations, IT Infrastructure, and IT Service Management (ITSM) practices.
• ITIL 4 Foundation Certification is required.
• Strong communication, stakeholder management, presentation, and reporting skills.
• Proficient in Microsoft Office applications, including PowerPoint, Excel, Word, and SharePoint.
• Certifications in networking, security, data center, or infrastructure technologies are an advantage (e.g., CCNA, CDCP, Cisco CSM, Checkpoint, F5, HPE, IBM).